Real time assist header

Real-time Assist

With Dialpad's Real-time Assist (RTA) cards, contact center agents get automatically triggered pop-ups on their screens with notes on how to speak to tricky questions. Book a product tour to see it in action!

Real-Time Assist (RTA) cards can help tremendously with onboarding new agents or reps for customer support, sales, and really any contact center teams.

For new agents who are still getting their feet wet, RTA cards are useful because they automatically pop up on agents' screens with all the relevant information for certain topics—as soon as the trigger keywords or phrases are spoken.

How it works in Dialpad

1. Log into your Contact Center account and go to Admin Settings > Call Centers > Voice Intelligence

2. Click Create a card. You'll be able to customize what notes appear on the card for your agents, which words or phrases trigger the RTA card to appear, who it's triggered by (you can set RTA cards to be triggered by something said only by the agent, the caller, or both), and provide a short description for the card so that everyone knows what it's for.

3. If you want, you can apply RTA cards across multiple contact center teams so you don't have to create separate ones for each team. Once you're done, just hit Apply to call center.

That's it! Your RTA cards will not automatically pop up on screen:

Real time assistance RTA card

Like cheat sheets, but better

Does your contact center need extra help with answering customer questions effectively (and quickly)? Book a product tour to see how RTA cards can help with that!

Features designed for super-agents and supervisors

Single Item Card Transcript Refund

Transcriptions en temps réel

Supervisors can get a bird-eye view of how every call in their contact center is going and scan transcripts (which get updated in real time as the conversation is happening) to get full context.

Sentiment analysis for a list of calls in real time Single Item Card

Sentiment analysis

Imagine if supervisors could see if calls are going south—without having to sit in on each call personally. Dialpad's live sentiment analysis feature shows whether calls are going positively or negatively right in the active calls screen to help you keep an eye on everything.

Call Analytics Single Item Card

Easy call routing

Need to make changes to your call routing options? Do that in just a few clicks, right in your online dashboard.

Call volume heat map Single Item Card

All the analytics you need

From call durations to missed calls to heat maps showing call volume patterns, Dialpad comes with built-in analytics that help contact center managers maintain service levels and provide a better customer experience.

Single Item Card Playvox

Advanced WEM / WFM features

Get real-time agent forecasting, scheduling, quality management, and more—all in one fully integrated suite. With Dialpad's Playvox integration, you can turn support agent data and customer activity into easily digestible dashboards and give supervisors everything they need to maintain contact center performance.

Agents getting tripped up by tricky questions?

Book yourself a product tour to see how easy RTA cards are to create, and how they can help your contact center answer difficult customer questions more quickly!

FAQs about RTA cards

Qui peut avoir accès à cette fonctionnalité ?

Real-Time Assist cards are available on Dialpad's Contact Center and Sell Plans.

How do I make sure that RTA cards are helpful and not distracting for my team?

Can I turn Real-Time Assist cards off?

How are Real-Time Assist cards triggered?

Are Real-Time Assist cards just for new agents?